Shawnte Bell

About Shawnte Bell

Assistant Vice President (AVP) and Service Team Manager II with over 20 years of…

Experience

1. Assistant Vice President

   Truist

   Aug 2016 — Present · US

   CUSTOMER SERVICE MANAGER II• Maintains a 93% accountability and involvement rate amongst reporting supervisors and teammates during COVID-19 pandemic crisis. This includes a mixture of both onsite and remote teammates and supervisors• Helped BB & T merger by hand picking the first coachs for the role to assist supervisors with coaching. This ensures leaders have time to communicate and manage all merger related changes• Drive efficient, successful daily operations of high-performance teams of 25+ direct reports, including monitoring, coaching, and evaluating • Manager of supervisors ensuring leaders carry out their responsibilities in accordance with the organizations policies and applicable laws• Maintain full recruiting responsibility for the department including interviewing, hiring, and overseeing new hires throughout training until reassignment• Produce detailed reports reflecting team KPIs and other performance metrics• Champion and motivate success across the sales floor by ensuring that I radiate positivity and encouraged an enthusiastic positive attitude, and high energy in the department. • Chair daily meetings with management and coaches to discuss strategies, identify potential areas for improvement, and assess present performance.• Facilitate continuous training for all team members, cultivating an environment of ongoing learning and development. • Successfully coordinate work activities to ensure the achievement of at least 94% service level while meeting and exceeding all other operational requirements.• Foster a culture that delivered high levels of employee engagement and enablement through effective leadership and coaching.• 98% success rate at handling escalated issues and tasks that need higher level approval due to complexity and/or risk.• Ensured essential customer experience regulatory and performance metrics, including productivity, quality of service ratings, and other relevant metrics are met.

Education

• University of Louisiana Monroe

  BBA, Computer/Information Technology Administration and Management

  1996 — 2001

Skills

• Call Center
• Credit
• Call Centers
• Funding
• Risk Management
• Customer Service
• Access
• Auditing
• Coaching